Ever felt stuck in a never-ending phone tree, just trying to talk to a real person about a bank fee? Or worse, being told your annual fee waiver is rejected? You’re not alone. Many Singaporeans are sharing their frustrations online about the hoops they have to jump through, especially with Standard Chartered Bank (SCB) credit cards, when it comes to fee waivers and card cancellations. It seems getting a simple request handled has become a complex mission.
Current Situation: Fee Waivers Tighten
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In recent years, the automatic annual fee waiver for SCB credit cards, once a common perk, has become increasingly difficult to obtain. Cardholders report a noticeable shift from past practices where waivers were more readily granted.
“SC used to waive annual fees automatically in the past. I had waivers before. But in recent years they stopped allowing fee waivers.”
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Compounding this, many users find SCB’s customer service channels frustrating. The phone lines are often described as ‘rigged,’ making it incredibly hard to connect with a live agent, while the mobile app is also criticised for its poor design and functionality.
“The SCB phone call-line is rigged.”
Challenges: Obstacles to Cancellation
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A major pain point highlighted by cardholders is the inability to cancel a card if an outstanding annual fee charge is present. This forces customers into a difficult position, feeling trapped by fees they believe should be waived, especially when the fee covers a future period.
“ridiculous how we are not able to cancel the card if there are outstanding annual fee charges especially when considering annual fee is paid in advance for future period.”
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The process of getting a waiver or cancellation often involves significant effort and persistence. Some users recount having to escalate their tone or even resort to threats before their appeals were finally considered or approved, leading to immense frustration and a feeling of being unjustly treated.
“I had to raise my tone and make threats before my appeal was put through and eventually waiver approved.”
Solutions: Your Action Plan
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Don’t give up! Several Reddit users have shared specific ‘hacks’ to navigate SCB’s phone system. One common tip is to go through the ‘credit card’ option, then ‘last 5 transactions’, which often reveals the path to speak with a customer service representative. Another detailed route shared is 4-NRIC-1[S/T]-APP[authorise]-2-1credit-3lasttrans-*0.
“you need to go credit card -> last 5 transaction -> then the option to talk to a customer service will appear.”
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If direct negotiation fails, consider filing a complaint with Fidrec (Financial Industry Disputes Resolution Centre Ltd). This independent body helps resolve disputes between consumers and financial institutions in Singapore. Banks, including SCB, are known to take Fidrec complaints seriously, offering a strong avenue for recourse.
“You can file your complaint with Fidrec, which is an independent and impartial financial dispute resolution organisation. The bank will not play punk with Fidrec.”
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For proactive prevention, set a reminder for the month your credit card expiry date falls on. Try to avoid spending on the card during that month. This way, you might prevent new charges from appearing, potentially allowing for a smoother cancellation process without outstanding balances related to annual fees.
